IGH Customer Consulting Director

Job description

At KPMG, our values define who we are and the way we do business. As a leading professional services firm, we know that our strength and capability come from our people – their different perspectives, experiences and backgrounds. From our inclusive leadership strategy to our diversity and inclusion targets – we’re making bold changes to who we are and what we do. Be part of it.

The Team

The Customer advisory team in KPMG is at the heart of delivering innovative and large-scale customer-centric transformation programmes across all market and industry segments to help our clients reinvent their businesses for the digital age. The primary objective of this role is to manage the sales, delivery and fulfilment of our client projects in the Infrastructure, Government and Healthcare (IGH) sectors – as a Director - leading large and often multi-disciplinary teams.

We are looking for a blend of deep experience in customer/citizen experience and digital transformation to help us deliver new world-class digital capabilities to some of the UK’s public sector departments and publicly owned companies. Our programmes run deep inside organisations. We enable the development of innovative new products and services and help our clients transform into customer-centric, cost-efficient businesses.  Successful candidates will work collaboratively with teams and co-design solutions with broader KPMG teams and skills. Leading and supporting business development also forms part of this role.  

The Customer & Digital Transformation Director will:

• Be an active part of the cross-functional leadership community of Directors and Partners within IGH
• Build and maintain strong relationships with key client stakeholders, including C-level executives.
• Lead business development efforts to identify and secure new engagements in the public sector, focusing on customer experience, service excellence, operating model and digital transformation.
• Work closely with Partners and Directors across service lines to deliver impactful customer solutions such as Voice of Customer platforms, Customer Relationship Management (CRM) or other front office contact technologies.
• Collaborate in multi-disciplinary teams to drive business growth and deliver outstanding client work.
• Provide thought leadership on emerging trends and best practices in customer experience, digital strategy, and technology implementation within the public sector
• Develop and lead complex transformation programmes in the public sector triggered by policy, technology, cost or customer experience concerns.
• Take a significant role in the growth of the team and wider practice, sharing knowledge and fostering a culture of continuous improvement.

The Role

As an integral part of the broader Customer & Operations Advisory team in the UK, this role sits within the IGH sector where the successful candidate is expected to deliver the following:   

• Engagement delivery: responsibility for leading Customer transformation programmes of large size and complexity, with experience in planning, managing and executing the delivery of engagements, including overseeing the delivery of new digital solutions and platforms and the review and quality assurance of deliverables
• People development: leading large, often multi-disciplinary teams, identifying team development needs and accelerating development with particular emphasis on managing and mentoring engagement team members, coaching and skills transfer.
• Practice development: leading the development of our people, for example skill development in Customer and digital consulting that are key to scaling the business 
• Business development: leading the development of and sustaining relationships both internally and with client management; including leading Customer business development activity (including developing, contributing to and presenting proposals/ bids for future work), working alongside colleagues with Operational transformation/ technology & data skills
• Risk management: identifying and managing risks, engagement assurance and commercial risk management and ensuring the Firm's frameworks are implemented appropriately and effectively

The base location is flexible; however travel is an essential part of the role due to the nature of the projects. KPMG is currently hybrid working and matching our clients’ requirements for off-site and on-site working.

The Person

The successful candidate should have excellent understanding of selling and delivering professional services with a background in leading transformation consulting within organisations as a System Integrators, Big 4/strategy houses, progressive digital agencies, technology innovators or top end boutique providers.

The candidate must be operating at a senior level and demonstrate the following skills:

• Be credible and confident building new relationships at leadership level
• Be comfortable talking with COO’s, CMOs, Service Leaders and Chief Customer Officer’s and senior responsible people on topics of digital, organisational change, transformation, customer experience and service excellence .
• Demonstrate a proven track record on leading large and multi-disciplinary teams
• Coach and develop team members to ensure excellent client delivery whilst also enabling their career development
• Be able to demonstrate thought leadership, delivering strong viewpoints in the market to both create new thinking and drive new business opportunities
• Have a sales focus, be experienced with and comfortable to have a target of selling c£1.5m of revenue per year as a Director

Whilst not all these technical areas would be expected, a good coverage would be expected:

• Demonstrate deep capability in one or more of the following areas: Digital Transformation, Customer Experience, Customer Insight, Customer Centric Operating Models, Consumer/Stakeholder Engagement, Contact Centre Transformation, Case or Customer Relationship Management (CRM) and Customer Centric Culture
• Industry knowledge and expertise in one or more of the following sectors – Infrastructure, Transport, Central Government, Local Government, Healthcare and Higher Education
• Have strong interest in the positioning and use of Customer Engagement technologies such as Salesforce, ServiceNow and Microsoft Dynamics
• Experience of complex/large scale transformation design and delivery
• Multi-channel customer experience journey and service design
• Agile experience and cross functional ways of working
• Deep knowledge of customer-facing customer service process transformation
• Digital innovation at a high level (e.g. new innovative products and services)
• Target Operating Model design and execution
• Digital channel design and migration
• Process re-engineering, preferably Lean/Six Sigma experience

In addition to this, the successful candidate must also demonstrate the following attributes:

• Ability to adapt and flex across multi-disciplinary programmes and work collaboratively with colleagues from different disciplines to focus on client outcomes
• Strong emphasis on execution rather than concept
• Proven track record of delivering measurable value through transformation initiatives.
• Proven change leadership/management experience

KPMG ‘Our Deal’

We recognise that, as individuals, we each have particular needs and that one size doesn’t fit all, when it comes to how, when and where you work. That’s why we’re proud to offer our colleagues agile working options. We believe in putting you at the centre of your career – KPMG will offer the training, development and stimulating work environment to help you get to where your career ambitions are. That’s why we introduced ‘Our Deal’ – it’s our way of saying ‘thank you’ for bringing your best to work. As part of ‘Our Deal’, you’ll benefit from a range of rewards from secondment opportunities and preferential banking services to a day off on your birthday and have open, honest conversations about your career development.
While our client-facing professionals can be required to travel regularly, and at times be based at client sites, our flexible working arrangements can help you to achieve a balanced lifestyle. We offer part time roles with flexible working arrangements which could include, annualised hours, early or late starts to fit around other commitments, shorter working days etc. We are happy to discuss your own requirements and our range of flexible working arrangements in more detail, should that be of interest and, as part of the recruitment process, we can put you in touch with people who work flexibly.

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